VEChannel Event Profile

Reduce Support Costs & Increase Customer Satisfaction

Question: What did Lawson Software do when they were faced with an inefficient and timeconsuming technical support process? Answer: They selected WebEx Support Center. Results: 141,466 completed support results Resolved 25% reduction in Average Handle Time Resolved $600,000 annual savings Realized 700% ROI ? WebEx Support Center Come learn how your company can realize increased productivity, reduced support costs, and increased customer satisfaction. This case study will give you the "information" you need to champion an updated remote support solution for your organization. You will learn how Lawson Software: Identified the issues within their technical support process Evaluated their requirements in a remote support solution Selected and Implemented WebEx Support Center Tracked results of increased productivity, "first call resolution", and customer satisfaction calculating their ROI This is one event that you wont want to miss! All you need to attend is : A 56Kbps Internet connection or better Netscape 4.x or Internet Explorer 4.x (AOL users: AOL5.0 and above only) A separate telephone line for the audio or a sound card and speakers for the Internet phone session. The WebEx Event Manager installed before the event at http://webexevents.webex.com under " Set Up ." NOTE: This plugin will automatically install unless your browser has high security settings. A Windows PC or Apple Mac OS X or higher

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